Customer Experience Specialist

Customer Experience Operations Lead

Durham, NC · Full-Time · In Person (2x/week)
About PROTECT3D

PROTECT3D, a Durham, NC company, manufactures custom 3D-printed braces, orthotics, and supports. Using only a smartphone scan, we design, print, and deliver products like our AFO, CMC brace, and foot orthotics nationwide in as little as 48 hours. Having gained traction in elite sports medicine (NCAA, NFL, NBA), we are now expanding into the clinical channel to serve a broader patient base.
The Role

As our first Customer Experience full time hire, you own the entire support experience, and just as importantly, will improve the system that runs it. You'll be the calm, capable voice customers reach when they need help, and the person figuring out how to make support faster, smoother, and smarter over time.
Your days will mix live customer work with system-building. Some hours you're de-escalating a distressed customer or coaching someone through a scan; other hours you're designing the tooling (including AI-assisted workflows) that keeps this a lean, high-leverage function as we grow.
This is an early opportunity at a company with real momentum and real products. If you spot a repetitive task and immediately want to automate it, you'll thrive here, and you'll have an unusual amount of ownership to prove you can run and improve a whole part of the business.
What You’ll Do

Own the customer experience — be the primary point of contact across our support channels and make sure every customer gets to a resolution
Deliver live support — respond to customer inquiries by email and phone, often on demand; stay warm and steady with distressed customers
Review and grade scans — evaluate customer-submitted 3D scans, provide coaching and corrections, and hop on a call when someone needs to be walked through it
Run the support inboxes — manage customer authorization emails and support queues end to end
Handle complaints — process and route complaints, including to our design team, and see them through to close
Build the system — design and improve the workflows behind all of the above, including AI-assisted response tooling, so support scales without scaling headcount
Who We’re Looking For

We’re looking for builders who are great with distressed people. We want someone self-directed and scrappy enough to design their own systems, curious enough to experiment with AI and automation, and genuinely warm under pressure. If you have the right instincts and the drive to figure out the rest, we’ll teach you everything you need to know about our products and processes.
Required:

Great with people, especially under pressure — you can de-escalate and reassure
A builder’s instinct — you’d rather fix the process than do the same task twice
Comfortable with technology and eager to experiment with AI and automation tools
Strong written and verbal communication
Preferred:

Recent grad or early-career candidate looking to own a function and grow with the company
Experience building or improving a workflow, tool, or process — in any context
Interest in healthcare, medical devices, or 3D printing
What We’ll Teach You:

Our products, our customers, and the details of scan review and the support process. The people skills and the builder’s instinct cannot be trained. Everything else can.
Compensation & Benefits

Base Salary: $55,000–$70,000 (commensurate with experience)
Equity: Participation in employee stock option plan
Benefits: Medical coverage

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